Contracts Manager

Job title: Contracts Manager (Durban)

Job Description:
To be part of a first-class service operation that ensures, response and follow up on all
breakdowns and that all customers are handled within company KPIs with total
professionalism. Develop and lead a successful service team that provides service
excellence to all contract customers. To ensure that the Service team meets target revenue,
margins and expenses and that all contract equipment is maintained to the highest standard
at targeted cost levels. To develop his team in all necessary skills both technical and
business.

Minimum Qualifications and Requirements:
• Forklift technical qualification or at least 7 years’ service management experience.
• Knowledge of relevant legislation regarding health and safety, environmental and
labour.
• Relevant computer skills including e mail, excel, word and power point.
• Used to working to and achieving deadlines monthly.

Duties and Responsibilities:
• To lead the contracts service team to ensure agreed growth targets for both contract
and accident damage revenue and profit are met and where possible exceeded.
• To visit contract customers on a regular basis to report on fleet management and to
ensure that contract customers are satisfied with levels of uptime, response and the
general service levels offered by the contracts team.
• To assist the service admin department in collecting excess hours for contract
equipment.
• To ensure that all contract technicians are kept busy, maximize productive time in
line with KPI’s and that additional contract service work is obtained and that contract
customers buy forks and tyres from the company.
• To ensure that all quotes for customer service and abuse work is followed up and
billed correctly.
• To physically check that all contract equipment is maintained to the highest quality
and manufacturers standards, scheduled servicing is carried out on time
• and that all contract machines are in the correct condition during and at the end of
the contract
• To manage the costs of each contract machine and to authorise bought out purchase
orders, expensive parts fitted so that costs do not exceed budgeted levels.
• To ensure that all contract equipment and customer PMA load tests are scheduled
correctly and that hour meter readings are up to date.
• To ensure that all contract equipment and customer PMA services are scheduled
correctly and that hour meter readings are up to date.
• To regularly check contract technician’s vehicles to ensure that they conform to the
relevant road safety ordinances and that they are clean and tidy.
• Follow up with technicians to ensure job is completed within company KPI’s. Monitor
all open jobs from the breakdown register
• To cost all completed jobs within 2 days of the jobs being completed
• To follow up on contract debtors’ queries in order to resolve as soon as possible so
that debtor’s days’ targets are achieved for contracts.
• To ensure that warranty work is correctly authorised, completed to the standard
required by the manufacturer and that all claims are processed on time.
• To ensure that all technician timesheets are handed in correctly daily
• To ensure that all leave, overtime and standby claims are signed and handed to the
Service Admin/Regional Manger by no later than the 5th of each month.
• To ensure that weekly technicians’ meetings are being held, recorded and minutes of
meetings held being sent to the Service Admin/Regional Manager as well as the
Service Manager.
• To ensure that all customer visit reports are submitted to your manager for checking
on a weekly basis.
• To assist the credit controllers to resolve debtors’ queries so that debtors KPI’s are
achieved.
• To ensure that the contracts department meets all agreed KPIs and commercial
targets.
• Work closely with other key personnel internally to develop and achieve company
budget, performance and strategic objectives.
• Organise and implement formal technical skills and product training programs for all
technical staff.
• To implement and manage good people management ensuring that all staff have a
formal balanced scorecard and that the required performance reviews are conducted
twice a year.
• To ensure that voluntary staff turnover in the department is kept below 7.5% pa.
• To maintain health and safety, environmental and company standards and policies
on site and customer’s sites where contract technicians are stationed.
• To follow the company code of conduct and policies and to ensure all members of
staff in the department are aware of and always follow them.
• Attend Management meetings as required and to ensure that staff are kept up to date
and that relevant results and policies etc. are communicated promptly.
• Ensure that risk management policies are always implemented and followed up and
that company assets and personnel under the departments control are adequately
protected.
• To ensure that market pricing and competitive information is always up to date and to
report any changes and developments in the market and with competitors back to the
Management Team.
• As and when requested to prepare monthly and quarterly forecasts and annual
departmental budgets.

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